How servant leadership and self-efficacy interact to affect service quality in the hospitality industry: A polynomial regression with response surface analysis

This paper aimed to investigate how perceived servant leadership and employees' self-efficacy interact with each other to affect employees' service quality in the hospitality industry. We methodologically employed polynomial regression equation with response surface analysis. There were two studies in this paper. The data of the first study were obtained from front-line employees at a restaurant chain. A total of 673 employees provided valid data. The data of the second study were collected from front-line employees at five-star hotels. The sample consisted of 317 participants. Both studies yielded similar patterns and results. It was demonstrated that self-efficacy moderates the relationship between servant leadership and service quality, and employees' service quality was higher when both perceived level of servant leadership and self-efficacy were higher. The resulted also showed that the larger the difference between perceived level of servant leadership and self-efficacy, the higher employees' service quality.     

Customer attributions of service failure and its impact on commitment in the airline industry: an emerging market perspective

The purpose of this study was to establish the impact of customer service failure attributions on customer commitment and the influence of service failure severity on recovery satisfaction. Data were collected through structured questionnaires and the hypotheses were tested using Structural Equation Modelling (SEM). The study revealed that service failure severity and attribution dimensions of stability and controllability influence recovery satisfaction. No relationship was established between locus of causality and recovery satisfaction. It was revealed that recovery satisfaction influences customer commitment and knowledge of alternatives moderates the relationship between the two. Service providers are recommedend to avoid preventable service failures.     

Finding the reviews on yelp that actually matter to me: Innovative approach of improving recommender systems

As many readers struggle with massive textual information on review websites, developing optimized recommender systems that assist readers in identifying relevant reviews is critical. The present study aims to explore and predict the relationship between a reviewer’s evaluation of distinct attributes (i.e., importance and sentiment of a restaurant aspect)² and overall satisfaction (i.e., generic numerical rating of a restaurant). Latent Aspect Rating Analysis is modified to achieve the goal. The study identifies five restaurant attributes: food & drinks, customer service, dining atmosphere, restaurant value, and location. Restaurant value contributes most from the importance perspective and food & drinks contributes most from the sentiment perspective. Restaurant value ranks the first as the overall satisfaction of attributes (i.e., combination of importance and sentiment). Accordingly, the present study suggests a supplement of the “dynamic” recommender systems. This study offers scholars and practitioners a refined approach to analyze wealthy review content.     

Managing relationships in the Tourism Supply Chain to overcome epidemic outbreaks: The case of COVID-19 and the hospitality industry in Spain

The rapid spatial diffusion of the COVID-19 epidemic outbreak has resulted in the total economic disruption of the Tourism Supply Chain (TSC) causing a significant reduction in revenue and creating liquidity issues for all operators. Firms in TSC are linked to each other in complex patterns, leading one risk to another. The purpose of this article is to understand the role of relationship management between hotel chains and their key TSC agents in order to overcome economic disruptions caused by epidemic outbreaks. Among the main contributions of this article are the identification of governments, tour operators, and competitors as the key relationships to be managed by hospitality firms. In addition, key areas for coordination with these actors are explored. Finally, the objectives of relationship management according to the partner are also addressed.